Effective Communication

        I would like to welcome you to my blog. The purpose of this blog is to display the knowledge, and skills I have acquired throughout my years at Ashford University in the study of effective communication. This blog will inform you on the many types and forms of communication techniques involved in effective communication. Successful communication at work or home can be an enjoyable experience with the right tools and skills.

Critiquing My Classmates Blogs

The first fellow student blog I will be discussing is http://lourose1875.simplesite.com. In reviewing this entire, blog I feel this blog has an effective layout where anyone can find information easily and quickly.  The graphics in the blog make it appealing.

The blog has a variety of colors which complemented each other, and were not too loud or bold.  The content needs work.  The information should always be correct, and accurate.  Revisions are necessary in order to reach the target audience effectively.

Several blog graphics did not represent the topic effectively.  I would recommend reconsidering the graphics in Communication Basics; cookie images do not create an interest in the topic. The blog Delivering Bad News Tactfully graphics need to make you feel as if you were delivering bad news.

The graphics in this blog relationship do not work well with the written material. The language is clear and understandable; however, it gets confusing as you read.  Sentences are starting and ending everywhere. Revising the small font is necessary in this article.  The 3 Communication Components is blog set up attractive, except the wording seems confusing. Other than a few revisions, this is a good blog.

The next blog I will review is http://sah17.wordpress.com/.  This blog starts off with a unique view of the sun setting, which really puts you in a relaxing mood.  This creates a nice impression for your audience, making them wanting to return to your site. The layout of the blog is set up where everything is easy to locate. The choice of graphics is right on target, making you want to continue to read more.

Every image in this blog attracted my attention right away.  I could feel the topic in the images.  The language was clear, effective, and easy to understand.  The colors are mostly dark and neutral; however, they fit in perfectly with the topic.  This blog shows its purpose, by the outstanding work and content which has been displayed.

I recommend in this blog incorporating more color and graphics.  “Viewers see visuals first, which is what makes it your best opportunity to get noticed” (Marsh, 2009).  Breaking long paragraphs down into small paragraphs will make the information easier to read and follow. This blog meet all the qualifications of being professional.

The last blog I will review is http://jennysimms.blogspot.com/.  This blog started out with a soft pink color, which creates a pleasant mood.  The background is the only graphic and color in the entire blog. The need for graphs and images in blogs is important, it is necessary to attract your audience.  The appearance of the blog is crucial to keep your audience coming back. The design of the layout is sufficient in finding information quickly.  The reading and text is clear and easy to understand.

Reaching the audience might be difficult because the blog shows no graphics, only words.  This blog lacks appearance which is the crucial to blog. The blog has no pictures with colors or images to enhance the writing or set a mood to lure the audience in.  Adding graphics would make this blog more interesting. I would recommend breaking up some of the long paragraphs.  The purpose is to make the blog easier to read.  With a few revisions this will become an effective blog.

Deloise

Marsh, C. G. (2009). Strategic writing, multimedia writing for public relations, advertising and more. Boston: Pearson. ISBN: 9780205591626

Delivering Bad News Tactfully and Effectively

Delivering bad news is difficult for both parties involved. Whenever I have to take on a situation concerning one of my workers, I have to be concerned, with how I will approach this employee.

I have been asked to reprimand an employee for his unprofessional behavior in our customer service department. Whenever, you are a department manager in a mid-sized company, which provides technology support services, you are expected to provide a high level of expertise, and deliver excellent customer service at all times. 

Conflict does not just appear without a reason. “When action is called for, there are appropriate actions that can produce positive, constructive, and favorable outcomes”, (Cahn, 2007, p. 16).  The best way to manage conflict is to face it head on, and find the source of the problem. Once I have identified the source of the problem, then I can take steps to prevent the employees unprofessional behavior, and decide the strategy to fit the situation. I feel the STLC method will be beneficial in resolving this issue.

After receiving the complaints on this employee, I would stop and think about the situation, before I decide to react.  I would start by checking out the complaints for myself.  Once I have talked to the parties involved, I would document the employee’s performance level, and complaints from customers and co-workers.  This information may be necessary, during our meeting as proof of the complaints for his behavior.  Since the employee is known to be confrontational this information may be necessary to help manage conflict.

After gathering and reviewing the information, I would talk to the employee and schedule a meeting.  The meeting would be held in a conference room, with a do not disturb sign on the door.  Since this is a serious situation, I do not want any interruptions.  The employee needs to know this meeting is serious.  Once we are in our meeting, I would us the indirect approach and let him know how much the company values his two years, and appreciate his time and hard work.

“The indirect approach softens your audience resistance, arouses their interest, and increases there tendency to see you as a fair-minded” (Roebuck, 2006, p. 88) .  Then I would ask him, is there is anything he would like to talk discuss at this time.  Hopefully this action will create trust and let him know, I am willing to listen. This way if he is having a problem at home or at work, now is the time to talk about it and save face.  After I find out what is causing his unacceptable behavior, then I can find an effective solution to satisfy everyone. 

Once we are communicating and exchanging words, I find out this employee is having personal problems, which is affecting his work behavior  After listening to the employee and finding out the cause of his behavior, I would inform him that our company has several programs designed to help him with his personal problems.  I will be sympathetic concerning his problems.  Then I would explain how his anger at work is causing conflict for my entire department.  I would suggest he look into the programs for his benefit, if he values his job.

I would inform the employee, his actions are causing the other nine employees working with him to become uncomfortable, causing low morale.  The company has received complaints from customers with whom we are providing service for, concerning your behavior.  If the employee is given a choice, maybe he will want to keep his job and seek help.  I will explain why his behavior is unacceptable, and my decision will be determined on his feedback.

After talking and listening, I would inform him of the complaints received regarding his conduct.  Letting him know this type of behavior will not be tolerated, with co-workers, and especially not with our customers. Our company has rules and regulations which must be followed in order to maintain our high standards.

Lastly I would explain it is our job to work together as a team providing our customers with respect and excellent customer service. Working together is important in maintaining professional service. I would inform him that I am here to help him in any way I can to resolve this issue, and improve his work performance in order to maintain our high standards in customer service.  

By ending in a positive note, I hope to establish goodwill with the employee, giving him the incentive to seek help to maintain his job.  

References

Cahn, D. &. (2007). Managing conflict through communication (4th ed.). Boston, MA: Pearson Education, Inc. ISBN: 978-0-205-68556-1.

Roebuck, D. B. (2006). Improving Business Communication Skills, fouth edition. Upper Sadle River, New Jersey: Pearson Prentice Hall.

Politeness and Intercultural Communication

The views of politeness in the different countries are different from the United States.  In Japan people are very polite; however regarding their private lives, privacy is their main concern.

Strangers often mistake their politeness as a role done with ease, sort of mechanical. "Unlike Americans, we like to visit and ask questions when we meet someone new. Japanese do not like to be questioned about their private lives"(De Mente, August 1999).   

“Most Japanese have a compulsion to make sure every foreign visitor has a good time and leaves with a good impression of the country and its people” (De Mente, August 1999).  Most foreigners are overwhelmed by this kind gesture. When the Japanese show politeness, others think only of it in terms of material things, not what comes from the Japanese’s hearts? 

The term politeness is interpreted in different ways.  Each country has its own culture, beliefs and values; therefore the word politeness means one thing to our country and something else to another country.

Three statements and behaviors Americans use which demonstrates the values placed on politeness in U.S. culture are:

(1)  The behavior of shaking hands in America is a polite gesture of friendliness.  This value shows the person is confident and friendly.

(2)  The statement, "thank you", demonstrates a polite way to say you are pleased.  "Thank you" is a polite way to express how you feel, showing gratitude.  This value shows you have good manners and respect for others.

(3)  It is considered polite to call older people, Mr. and Mrs. before their last name, instead of calling them by their first name.  This is one of the rules my parents stood by.  According to their culture it is disrespectful for a child to call a grown up by his first name.  
I am sure times have changed some by now.  This value is also a sign of respect.

Deloise

De Mente, B. L. (August 1999). Politeness Makes Perfect. NTC/Contemporary Publishing Company.

Resolving Conflict Resolution On The Job

Conflict resolution leans towards “the problem-solving approach, which requires information exchange, looking for alternatives and reaching a solution acceptable to all” (Brewer & Lam, Fall 2009). There are successful ways to handle conflict. 

Conflict can be resolved, if you stop, listen, and think before you decide to communicate. People issues always come in the way, which will cause conflict.  Conflict can help in productivity on the job by making the relationship stronger. 

Conflict is considered normal, and is something we can prevent, if educated.  The positive and negative effects of conflict are caused by our past experiences. Resolutions in conflict will make you feel better.  Conflict comes in different ways and attitudes so you have be able to anticipate, know it can happen, and identify the conflict. 

When I worked in output coding at my last job, I was responsible for correcting errors, which would not go through the system.  After so many errors you are supposed to turn them in to the supervisor. Trying to be nice, I took the errors to my co-worker and pointed out her mistakes. She blew up!  She started yelling and screaming saying I was picking on her. We had a few words, which did not turn out to be nice.

The conflict was not handled properly, because I should have followed work procedures, by turning the errors in to our supervisor. I knew this co-worker had been making a lot of mistakes, and thought by telling her she would appreciate not getting into trouble. When I confronted her I first should have explained, why I brought the errors to her. Once she cooled off and thought about it, she apologized for reacting without thinking.

Later I found out she was jealous because I had been promoted ahead of her. The way to manage or handle conflict is by using the S-T-L-C method, and by making others feel understood, nurtured and supported.

Deloise

Brewer, B., & Lam, G. K. (Fall 2009). Conflict Handling Preferences: A Public-Private Comparison. ProQuest Communications, 1-14.

Ethical Communication in Society

The moral character within an organization is considered ethical communication.  There are certain rules and regulations which society considers as moral. “Code of ethics provides your organization with a set of guidelines that outline what constitutes appropriate behavior” (Roebuck, 2006, p. 421).  When an organizations quality of work improves, a code of ethics impacts the organization. 

By creating an ethical environment it gives the workers guidelines of what is expected whenever issues arise, right or wrong.  The code of ethics determines and explains the organizations values, concerning how members are to treat each other.  It also teaches members when and how to respond to certain situations.

Building ethical communication systems in organizations can be a challenge.  However, all organizations should strive for honesty, trustworthiness and respect towards others, within or outside of the organization.  To ensure that communication is ethical, the organization should be open to change, and new ideas,” employ realism, make a commitment, us their imaginations and communicate effectively” (Roebuck, 2006). This type of relationship will ensure a positive relationship with employees. 

Organizations should always practice the principles of effective communication daily, which will help the organization to become stronger and successful. An example of ethical communication in the workplace is when the organization encourages employees to become active in the company, treat all fairly, ask for feedback, makes sure their employees are safe, and by welcoming new ideas and changes. Good leadership will help develop good workers.  

Unethical communication in the workplace would be for someone to take credit for a report, or a new idea they did not do or create.  It is also considered unethical to use the business expense account for non-business affairs to make you look, and feel important. Being deceitful on purpose for your own gain is considered unethical.

Deloise

Roebuck, D. (2006). Improving business communications skills (4th Ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.

Editing for Different Media

The medium in which you are communicating your message influences your writing and editing styles, because communication is a global process reaching a diverse audience. When writing and trying to promote a service or product, you have to deal with attitudes, cultural, demographics, ethics and more. People are different and want and desire different things. 

When writing in order to reach your target audience, you have to be clear and concise; making sure your message is effective.  An example of how writing and editing for one medium might differ from another medium would be for a Lawyer, “you would focus on protecting the company from sabotage by asking questions” (Lannon, 2008) .  You would use formal communication and terminology they understand.  When writing to the public you would focus on the big picture as to what pertains to them directly, using informal communication.

One way to assure your message is received effectively is to establish your writing style before you begin, by be doing a profile on your audience, and making sure your document is edited before turning it in.  By getting prepared you will avoid unethical communication.  Your document will be written with words the audience can understand without question.

Editing is also influenced by the medium in which you are communicating because you want clarity in your writing with no errors. Making sure your English is correct, with sentences that convey the information in the fewest words.  You can use automated tools, but the best way to edit is for you, or someone else to edit your work.  Before you submit your work, always use the checklist for clarity, conciseness, fluency, word choice, and your tone.

Lannon, J. M. (2008). Technical Communication(11th ed.) Ashford Custom. New York: Pearson Longman.